Malia (Basche) Petersen Email & Phone Number

Santa Barbara, CA, US

Goleta, CA.

Responsible for Global Retail Voice of Customer (VoC) Program Management including strategy, planning, execution, and outcomes measurement. Owning and driving customer facing programs within a Global Operations Circle of Excellence (COE) team. Leveraging data & insights to inform customer program strategies across brands (UGG, HOKA, etc.) Proactively.

Worked across industries and business models to deliver comprehensive Customer Marketing strategies and end-to-end customer communication plans. Provided pricing strategy recommendations optimized to drive key client growth KPIs. Drove execution of key cross-functional initiatives prioritized by clients.

Reporting to CMO, defined strategy and drove execution plan to transform how we converted and retained customer base. Led a global team of 19 that delivered successful conversion (trial-to-sale), retention (active use & renewals) and expansion (up-sell, cross-sell, add-on) outcomes across 13 products in 3 Business Units (Collaboration, Support &.

Santa Barbara, California Area

Reporting to CMO, propelled a team of 15 in driving trial-to-sale conversion rate, cross-sell and up-sell, monthly/annual retention, and free-to-paid conversion rates. Delivered 106% of revenue target through execution of iterative in-product tests, onboarding overhauls and data-driven customer experiences. Invited to lead cross-departmental retention.

Santa Barbara, California Area

Reporting to Communication Cloud GM, served as Product Management lead for GoToWebinar. Accountable for revenue growth, product strategy and road map, P&L and customer retention. Worked with cross-functional executive team to align long term business goals to product KPIs. Owned $80M product revenue target. Delivered 32% YoY increase despite 15%.

Guided a team of 9 in revenue forecasting, Global Marketing budget management, business performance analysis and reporting, KPI definition, executive presentations and quarterly business reviews, contract processing and negotiation. Managed $85M+ Global Marketing budget, never exceeding 0.5% variance. Improved forecast accuracy, communication, and.

Led a team of 5 responsible for revenue forecasting, Global Marketing budget management, performance analysis and reporting, calculating departmental commissions & bonuses, contract processing and negotiation, vendor management for systems/tools. Delivered 14% increased investment dollars by partnering with external service provider to analyze and optimize.

Led a team of 3, responsible for Global Marketing budget management, contract processing and performance analysis/reporting. Partnered with Procurement to negotiate contracts; successfully saved $870k from favorable negotiations and media optimization.

Negotiated media buys & managed 9 business development partnership agreements. Set up P&L tracking dashboard and ROI calculator for assigned partner portfolio. Promoted to Manager ahead of norm, due to proactively seeking a more challenging role that fulfilled operational strengths.

Responsible for creation and maintenance of partner agreements with Latin American telecommunications suppliers. Completed end to end process overhaul that reduced contract processing time by 30%.